Simply Outsourced have a nationwide base of resource, with field engineers located across the UK and Ireland. The engineers utilise the Simply Outsourced forward stock locations to manage parts and the associated shipping of return items. The engineers are all fully trained to deliver maintenance across a wide number of retail accounts on a variety of equipment. Simply Outsourced believe that a successful maintenance partner will show a significant reduction in calls and as a result this should be evidenced in agreed targets. Simply Outsourced will achieve this by creating a call reduction program in partnership with its customers.
It is incumbent on every member of Simply Outsourced’s service team to ensure that the program is communicated to store personnel. The stock required to successfully maintain a clients’ estate will be managed and distributed from our Newmarket Head Office. The expedience of the logistics process will assist in reducing the level of loop stock that is required by the client. The level of loop stock will be directly affected by the turnaround and repair of the stock. Simply Outsourced aim to have all items through the repair process and returned to stock within 7 days. Simply Outsourced will also manage the return of all warranty parts on behalf of the client through the OEM’s own RMA process.
It is Simply Outsourced’s procedure that all calls will be accepted and managed by our desk to completion; this will include all call handling & logging. Simply Outsourced will log all calls on our Synchroteam system and despatch engineers as required. The Synchroteam system allows our desk, engineers and management to simultaneously interact with a call, providing live updates to our clients. Clients can log calls using a number of methods, these are email, portal or telephone. API links can be written to receive calls directly from clients and remove any errors that may be made in the transfer of information between desks.
Engineers attend sites within the agreed SLA and complete the calls in accordance with their instructions. The progress of their calls will be updated on our Synchroteam System and clients will be able to interrogate these at anytime through our customer portal. Simply Outsourced provide technical support to the field 24/7, this ensures that we are able to escalate technical issues remotely and increase our first time fix ratio. The key is to reduce the downtime in the store while minimising the disruption during the call process.